Agent-to-Routing Point Chat Transfer

Wolkvox Agent has implemented an enhancement that eliminates the need for the customer to confirm the transfer of a chat from an agent to a routing point. This functionality automates the process, enabling a smooth and uninterrupted transition that significantly improves the chat experience.

This update not only streamlines the support flow but also allows for customization of the type of assistance or survey the user will receive at the end of the interaction, based on the service provided. Automatic transfer is particularly useful when directing the customer to a specific satisfaction survey or an automated flow once the agent has completed their part of the service.

Benefits

• Smoother Interaction: Removes a confirmation step, making the chat experience faster and more fluid for the customer.
• Service Customization: Allows directing the user to a specific survey or support flow based on the type of service received, improving feedback relevance.
• Operational Efficiency: By automating the transfer, agent workload is reduced, and the support flow is optimized.
• Support for Routing Point Surveys: This functionality aligns with the recent improvement that allows assigning surveys through routing points, centralizing post-service management.

📌 Note: These features were updated without requiring a change in the Wolkvox Agent version. The current application version remains Wolkvox Agent 20250812. Interaction and chat functionalities are independent of the main application and can be updated without changing the software version.